Terms & Conditions – Physio From Home

Last Updated: February 2026

1. Introduction

These Terms & Conditions (“Terms”) govern your use of the Physio From Home website (www.physiofromhome.com), AI-assisted physiotherapy assessment tool, and related services (collectively, the “Service”). By using our Service, you agree to be bound by these Terms. If you do not agree, please do not use the Service.

Physio From Home is operated by [Your Registered Business Name/Trading Name], registered in England and Wales. Contact: help@physiofromhome.com.

2. Eligibility

You must be 18 years of age or older to use this Service. By proceeding with an assessment, you confirm that you meet this age requirement. We do not knowingly provide services to individuals under 18.

3. Nature of the Service

3.1 What We Provide

Physio From Home provides an AI-assisted physiotherapy assessment followed by review from a qualified physiotherapist. The Service includes:

• An AI-assisted chat assessment to gather information about your symptoms and generate a provisional diagnosis
• Review of your assessment by a qualified, HCPC-registered physiotherapist
• A personalised video rehabilitation program delivered via Physitrack
• A virtual follow-up appointment with a physiotherapist (Premium package only)

3.2 This Service Does Not Replace Face-to-Face Physiotherapy

Our Service is designed to complement, not replace, face-to-face physiotherapy care. It provides an accessible initial assessment and rehabilitation program for musculoskeletal conditions, but it has inherent limitations compared to in-person assessment, including the inability to perform physical examination, manual testing, or hands-on treatment.

You should seek face-to-face physiotherapy or medical attention if:

• – Your symptoms do not improve after following your rehabilitation program
• – Your symptoms worsen at any point
• – You develop new or concerning symptoms
• – You feel you need hands-on assessment or treatment
• – Your condition requires manual therapy, acupuncture, or other hands-on interventions
• – You have been advised to do so by any healthcare professional

3.3 Not an Emergency Service

This Service is not an emergency medical service. If you are experiencing a medical emergency, chest pain, difficulty breathing, sudden severe symptoms, or any symptoms listed as “red flags” in our disclaimer, you should call 999 or attend your nearest A&E department immediately.

3.4 One Condition Per Assessment

Each assessment covers one injury or condition only. If you have multiple unrelated injuries, each requires a separate assessment and (where applicable) separate payment.

3.5 Conditions Not Suitable for This Service

This Service is not designed for the assessment or management of chronic multi-joint systemic conditions, including but not limited to fibromyalgia, rheumatoid arthritis, psoriatic arthritis, and other systemic inflammatory conditions. These require ongoing GP or specialist management.

4. AI-Assisted Assessment

4.1 Role of AI

Our assessment uses an artificial intelligence model (Anthropic Claude) to conduct a structured clinical conversation with you. The AI generates a provisional diagnosis — this is a preliminary assessment based on the information you provide.

4.2 AI Limitations

You acknowledge and understand that:

• – The AI does not physically examine you and cannot perform clinical tests
• – The AI’s provisional diagnosis is preliminary and may not be correct
• – The AI cannot guarantee detection of all conditions or red flag symptoms
• – The AI’s assessment is always reviewed by a qualified human physiotherapist before any rehabilitation program is created
• – The AI does not make treatment decisions — all clinical decisions are made by qualified physiotherapists
• – The quality of the AI assessment depends on the accuracy and completeness of information you provide

4.3 Your Responsibility

You agree to provide accurate, honest, and complete information during your assessment. Providing inaccurate or incomplete information may result in an incorrect diagnosis or inappropriate rehabilitation program. If you are unsure about any information, please state this during your assessment.

5. Professional Review

All AI-generated assessments are reviewed by a qualified physiotherapist who is registered with the Health and Care Professions Council (HCPC). The reviewing physiotherapist may modify the AI’s provisional diagnosis, adjust recommendations, or determine that face-to-face assessment is more appropriate for your condition.

6. Packages and Pricing

6.1 Available Packages

• – Basic Package (£20): Provisional diagnosis, personalised video rehabilitation program via Physitrack (delivered within 1-2 working days)
• – Premium Package (£40): Everything in Basic, plus a virtual follow-up appointment with a physiotherapist (arranged within 2 weeks)
• – NHS/Corporate Referral: Provisional diagnosis, personalised 6-week video rehabilitation program via Physitrack (delivered within 5 working days). Provided through employer or NHS referral code at no cost to the patient. Follow-up appointments are not included.

6.2 Payment

Payments are processed securely by Stripe. We do not store your payment card details. All prices are in GBP and inclusive of VAT where applicable.

6.3 Delivery

Rehabilitation programs are delivered via Physitrack to the email address you provide. It is your responsibility to ensure your email address is correct. We cannot be held responsible for non-delivery due to incorrect email addresses.

7. Refund Policy

If you are dissatisfied with the Service, please contact help@physiofromhome.com within 14 days of your assessment. Refund requests will be considered on a case-by-case basis. We are unable to offer refunds where the Service has been fully delivered (i.e., assessment reviewed and rehabilitation program sent), except where required by consumer law.

Under the Consumer Rights Act 2015, you have the right to cancel within 14 days of purchase. However, by starting an assessment, you acknowledge that you are requesting the service begin immediately and accept that your right to cancel may be limited once the service has been performed.

8. NHS and Corporate Referrals

8.1 Referral Codes

NHS and corporate referral codes are provided by your employer, GP surgery, or NHS trust. Each code is single-use and can only be used once. We reserve the right to verify the validity of referral codes and to decline service where codes are invalid, expired, or fraudulently obtained.

8.2 Referral Scope

NHS/Corporate referral packages include the assessment and rehabilitation program only. Follow-up appointments are not included. If your symptoms persist or worsen, you should contact your GP or a physiotherapist to arrange face-to-face assessment.

9. Data Protection

Your personal data is processed in accordance with UK GDPR and the Data Protection Act 2018. For full details of how we collect, use, store, and share your data, please see our Privacy Policy at www.physiofromhome.com/privacy-policy.

Key points:

• – Your health data is special category data processed with your explicit consent
• – Your assessment data is securely stored and transferred to our clinical management system (Cliniko) for physiotherapist review
• – Your conversation is processed by an AI model (Anthropic Claude) — data is transient and not retained by Anthropic
• – No health data is included in email communications
• – You have the right to access, correct, or request deletion of your data at any time
• – Contact help@physiofromhome.com to exercise your data rights

10. Medical Disclaimer

10.1 Not a Substitute for Medical Advice

The information and recommendations provided through our Service are for general informational and rehabilitative purposes. They do not constitute medical advice, diagnosis, or treatment. Always seek the advice of your GP or other qualified health provider with any questions about a medical condition.

10.2 Limitation of Liability

To the fullest extent permitted by law:

• – We do not guarantee any particular health outcome from using our Service
• – We are not liable for any injury, loss, or damage arising from your use of, or reliance on, the Service, including but not limited to the AI assessment, provisional diagnosis, or rehabilitation program
• – Our liability is limited to the amount you paid for the specific assessment in question
• – We are not liable for any indirect, consequential, or incidental losses

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10.3 Your Responsibility

You are responsible for:

• – Performing rehabilitation exercises safely and within your pain tolerance
• – Stopping exercises if they cause significant pain or worsening of symptoms
• – Seeking medical attention if your symptoms worsen or you develop new symptoms
• – Following any advice to seek face-to-face care
• – Providing accurate information during your assessment

11. Intellectual Property

All content on our website and within our Service, including text, graphics, logos, software, and the AI assessment tool, is the property of Physio From Home or its licensors and is protected by intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without written permission.

12. Acceptable Use

You agree not to:

• – Use the Service for anyone other than yourself
• – Provide false or misleading information
• – Attempt to manipulate or abuse the AI assessment
• – Use the Service for any unlawful purpose
• – Attempt to gain unauthorised access to our systems
• – Share or resell referral codes
• – Use the Service if you are under 18 years of age

13. Third-Party Services

Our Service integrates with third-party platforms including Stripe (payments), Physitrack (rehabilitation delivery), Anthropic (AI processing), and Cliniko (clinical management). Your use of these services is also subject to their respective terms and conditions. We are not responsible for the availability, content, or practices of third-party services.

14. Amendments

We may update these Terms from time to time. Material changes will be communicated via our website. Your continued use of the Service after changes are posted constitutes acceptance of the updated Terms.

15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

17. Contact Us

If you have any questions about these Terms, please contact us:

Email: help@physiofromhome.com Website: www.physiofromhome.com

By using Physio From Home, you acknowledge that you have read, understood, and agree to these Terms & Conditions.